Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

3d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries, researching issues as needed to resolve them. This full-time position is located at 17 Technology Circle, Columbia, SC 29203, in a typical office environment. The role is scheduled for 40 hours per week, Monday through Friday. Employees follow a training schedule of 8:00 a.m. to 4:30 p.m. for eight weeks; afterward, they must be available to work a full-time schedule between 8:00 a.m. and 6:00 p.m., with schedules provided after training. The position is not eligible for sponsorship now or in the future. The employee handles customer inquiries received by telephone, in writing, online, or in person; documents inquiries; conducts research; and initiates or processes adjustments when needed. The role also involves coordinating with other departments, responding to priority inquiries and special projects, maintaining complaint records, identifying possible process improvements, and meeting departmental productivity, quality, and timeliness standards. A high school diploma or equivalent is required. Preferred qualifications include an associate degree, two years of customer service or call center experience, and familiarity with word processing, spreadsheet, and database software. Candidates should have strong communication, human relations, organizational, customer service, and judgment skills; be able to handle high-stress situations; and learn and operate multiple computer systems effectively.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong human relations and organizational skills.
Ability to handle high-stress situations.
Good judgment skills.
Strong customer service skills.
Ability to learn and operate multiple computer systems effectively and efficiently.
Basic computer operating skills.
Ability to use standard office equipment.

Nice To Haves

Associate degree.
Two years of customer service or call center experience.
Knowledge of word processing, spreadsheet, and database software.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in customer inquiries.
Accurately document customer inquiries.
Initiate or process adjustments and conduct other research as needed to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research, or assist with priority inquiries and special projects as required by management.
Provide management with feedback about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, and recommend changes to management.
Follow through on complaints until they are resolved or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend changes to procedures and techniques discovered during daily operations to assist with process improvements.
Meet departmental productivity, quality, and timeliness standards.
Identify and promptly report or refer suspected fraudulent activities and system errors to appropriate departments.